BPO Customer Care Associate

Position: Customer Care Specialist (Tier 1)

Position Status: Full Time On-Site available

Hours of Work:  Monday-Sunday 7:00am-11:00pm EST

Department: President's Choice Financial

Responsibilities:

•  Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support. 

•  Respond to customer inquiries in a pleasant, courteous, professional, and well-informed manner.

•  In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system.

•  Analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry. 

•  Adhere to established escalation procedures when mitigating complaints/escalations on the first contact. 

•  Remain current on program information and business initiatives, as well as corporate products and processes. 

•  Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. 

•  Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures.

•  Accurately complete appropriate documentation for each transaction.

•  End each call by completing all required activity in order to fulfill customer requests.

Requirements:

•  Excellent communication skills, both verbal and written. 

•  Fluent in English

•  Demonstrated analytical and problem-solving skills.

•  Demonstrated ability to work within time constraints. 

•  Working knowledge of PCs and strong keyboarding skills (min 25 wpm with an accuracy of 95%).

•  Positive attitude and demonstrated ability to perform in a team-based environment. 

•  Professional and pleasant telephone manner. 

•  Must have flexibility and willingness to work rotational shifts, including overnights and weekends. 

•  Experience working in a call center environment specifically in a customer service role.

•  Previous Financial Services experience would be considered an asset.